The Communication Hub is your inbox and engagement control center where your team can view, automate, manage and customize all guest communications.
Where can I find the Communication Hub?
The Hub is easily accessible from the menu in your Duve account.
Managing Guest Communication
The landing page of the Communication Hub shows all open conversations that you are having with the guests. To begin typing text to communicate through all of the channels you are connected to (Chat, SMS, WhatsApp), use the open field at the bottom of the screen. There are options to attach images and files, insert dynamic parameters, and add canned responses in the messages to the guests.
Important Note: Chat messages sent to guests which are not opened in the Guest App Chat will automatically be sent via email if the guest does not view the chat message from the Guest App within 3 minutes.
Dynamic parameters can be used to personalize messages with information from the guest profile, the reservation, or room/rental information. Guidebook posts and upsells are also given dynamic parameters to be able to link them to the Chat.
Canned Responses are pre-written messages to common questions that can be selected and sent to guests via the Communication Hub. They are used to help your team communicate with your guests in a more efficient way by having responses ready.
To use a canned response, click on "Add a canned response" in the text box, or click the "+" and then the canned response or create a new canned response. Once a canned response is selected, it will appear in the text box where you can then make any edits before sending to the guest.
Based on the Communication Channel selected, each channel has different options for Canned Responses -
When selecting Chat or SMS, there will be a pop up with a list of all the canned responses created in Duve.
When selecting WhatsApp, there will be a pop up with a list of all the canned responses and WhatsApp templates added in Duve.
When selecting Email, there will be a pop up with a list of all the canned responses and Custom Emails created in Duve in Scheduled Messages or the Pre Check-in Email Editor.
Canned Responses can be adjusted by brand and will show with the brand name in parenthesis ex. '(Duve House Barcelona)'.
To easily view all details of the guest and their reservation, use the right side-bar.
Click the icon of External ID to open a new tab of the reservation page. The number of nights on the reservation will be listed next to the moon icon.
To view which stage of the reservation the guest is currently at, from the day of booking to the check-out date, see the where in the timeline it is highlighted.
The reservation information will be listed first, including how many people (adults, children, babies), the room/rental, floor, the guest preferred language (listed in their reservation), and their reservation status.
The guest information will be found in the drop-down menu "Guest Info". Click the dropdown to view.
The other fields provide information regarding the guest journey, notes, and any team members assigned to the reservation.
To view reservation logs relating to the communication with the guest, click the dropdown menu "Reservation Logs".
Quick actions is a tool your team can use to help complete the remaining tasks in the guest's journey. Select any of the options in the list and a tab will open with the step in the guest journey, where the guest can then finish it in person. Click "⚡Quick Actions" to view the available options of steps that have not yet been completed.
A user can include internal notes in guest conversations to notify team members of any important issues with a guest or highlight important parts of the conversation. The guest will not see any notes sent by team members. Click "🗒️Add note" in the top right of the text box and the box will turn to orange and the send button will turn to "Add".
Assign a team member to a conversation
Each team member or manager can be assigned to chat conversations. Once assigned, the conversation will show in their "My Inbox".
Mentioning team members
The communication hub can also be used for internal communication between team members. You can mention a team member to a conversation using internal notes. The internal note you add will not be visible to guests and will only be visible to additional users on your account. When you tag a team member by mentioning them in the conversation, you are “linking” them in. To "mention" a team member, simply type the @ symbol and then the start of the team member’s user name, then select from the list.
The team member will receive a notification about the tag, and the conversation will then appear in the "mentioned’ section in the left side menu.
Closed, Priority & Snoozed Conversations
✔️Close – After a conversation is resolved, you can mark the conversation as closed in order to clear your inbox. You will still have access to all closed conversations in the ‘Closed’ tab in the sidebar menu.
⏰Snooze – This function allows users to snooze a conversation and schedule it to receive a notification and reappear at a later and more relevant time.
For example, if a week before their arrival, a guest requests something special to be ready on their check-in day, the user can snooze the conversation to reappear a day before their check-in date. This will remind you to send the guest a message or keep your team updated when it is most relevant.
🚩Priority – In order to keep track of prioritized conversations, each user can flag a conversation as priority. They are signified with a red flag and will also appear under the "Priority" tab in the left sidebar menu.
Open - Shows all of the open conversations in the communication hub.
My Inbox - Allows users to easily view and manage their assigned conversations.
Priority - Holds all the conversations that were marked as Priority.
Snoozed - Holds all the conversations that were Snoozed for easy access.
Mentioned - Holds all the conversations that the user has been mentioned in.
Closed - Holds all the closed conversations in one place for easy access.
Any guests that have not yet communicated back with you will be housed in "outbound" in one the following categories: Arrivals, In-House, Departures. These sections can be adjusted by date or date range. Once a guest has sent you a message, it will also show the conversation in "Open".
is a shortcut link that opens a new tab to create and edit any pre scheduled messages.
Broadcast Messaging & Filters
The Communication Hub allows users to broadcast a message to groups of guests based on Smart Filters such as arrivals, In-House, and Departures. A user can also select to send a broadcast message based on a day or by a range of dates. As well, a variety of filters can be used to communicate with different groups of guests.
For example, if there is a marathon on Sunday morning, you would like to broadcast a message to all the guests departing to notify them of the traffic and street closures.
The Guest Perspective